Inner processes were digitalized simultaneously with customer experience
SSAB’s hard work with digitalization have brought in direct customer feedback and transparency towards customers, but also confidence in internal operations.
“Now we can be sure that the information we share is correct. We have had to internally develop shared sources of information which has increased transparency inside the house. We have also been able to remove a lot of unnecessary Excel reports and daily lists, and instead developed internal reports while developing them to the customers”, Korte tells.
The direction of the future is also clear.
“We hope that while the services are being developed, we can be a lot more proactive towards customers. If for example there’s a delay in delivering a product, we can react before it becomes a problem for the customer”, Korte says.
Additionally, the digital strategy of SSAB aims at improving the customer experience and the internal operations.
“In great strategies there are always a few boxes, we have four of them. The first one is the functions of customer service aka how do we improve our communications and enable digital business. The second one is production aka how do we utilize our enormous amounts of data to improve security and quality when deploying new tools. The third one is digital work space aka how do we minimize unnecessary bureaucracy and shift the use of time to collaboration, e.g. by harmonizing service processes or deploying robotic process automation. And then there’s the fourth one aka new business, aka could we find completely new business innovations based on e.g. the data regarding steel”, Korte contemplates the future with a smile on his face.